Paying medical aid for what?

I am still waiting for a manage to call me back as the call center seem to be as confused as I am regarding scheme benefits. How is it that the physiothe******s account is not covered while in hospital for a c section yet last year it was covered. It is in hospital treatment. The one agent says the physio must call in for authorization and the other says it is not covered. It seems that Fedhealth would like us to call them and query every account. I took my daughter to a network doctor in August and now receive a bill stating that the medical aid didn't cover it, so the unlimited GP visits to there network doctors seems to also be problem. Then the paediatrician bill is not covered because the newborn is not registered yes naturally the newborn is not registered. I submitted the documents within 21 days as requested by the scheme but yet the claim for paediatrician for when my daughter was born is not covered. Then they blame the hospital for not updating info but I have contacted them after, so now if the hospital don't update details must the member suffer the consequences. The worst thing is that before the birth of my child I called fedhealth to find out exactly what needed to be done. "Where family takes care of family" definitely not what Fedhealth is all about.